Abhishek Chaturvedi
Bengaluru
Summary
Experienced Customer Success professional bringing 6 years of quality performance in Customer Success at multiple B2B SaaS Startups. Skilled in managing client expectations and delivering strong ROI for the clients. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Experienced at building processes from scratch. Analytically very strong with excellent communication skills.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Director of Customer Success (Remote)
Nanonets
San Francisco
08.2021 - Current
- Managed portfolio of more than 100 SMB/Enterprise customers spanning across globe with cumulative ARR of almost USD 1 million.
- Handled upsells/cross-sells, contract renewals, business reviews, case studies/testimonials, G2 reviews etc. Converted 10-15% of monthly subscriptions to annual.
- First hire in Customer Success at NanoNets, actively involved in setting up processes related to model accuracy improvement, churn prediction, tracking happiness of customer, bug resolution, NPS/CSAT surveys, churn mitigation etc.
- Owned entire churn metric. Responsible for ensuring churn remains lesser than 3% MOM for all customers in Customer Success. Worked with analytics team to setup dashboards in Metabase to track churn metric as well as other CS metrics ( GRR, NRR, Activation % , Expansion/Contraction, Churn Reasons etc).
- Actively involved in writing PRDs and working with product team to prioritize features to be released in upcoming sprint. Coordinated with product/engineering to get timeline estimates, managed customer expectations accordingly.
Customer Success Manager
Whatfix
Bengaluru
03.2020 - 07.2021
- Managed portfolio of 30 North American accounts in Emerging Business team with cumulative ARR of USD 300k.
- Maintained cumulative GRR ( Gross Retention Rate) of more than 90% in Q2 and Q3 2020. Much higher than team GRR ( approx 77% in Q2 and Q3 2020).
- Conducted business reviews with clients to showcase value and ROI derived from Whatfix. Helped team members with metrics to focus on for value showcasing.
- Conducted brainstorming sessions internally to improve processes for onboarding, training and ideation sessions. Helped design EBR/QBR templates for team.
- Increased engagement with cold/dormant clients leading to high GRR and minimum churn rate.
- Badged by team lead for taking complete ownership, leading internal projects and scaling rapidly to handle 2nd highest number of accounts in Whatfix within 4 months of joining.
Customer Success Manager
MoEngage Inc
Bengaluru
08.2018 - 01.2020
- Managed accounts across major verticals viz., E-commerce, Retail, Travel, and Media for key growth region (US,EU & India).
- Achieved high level of customer satisfaction yielding to minimal churn.
- Performed business analysis, worked on product roadmap based on client feedback, suggestions and needs, involved in cross-selling and up-selling new features to increase sales by over 50% across different clients, and helped clients increase their DAUs by 10% and conversions by 18%.
- Involved in entire customer lifecycle from on-boarding (pre-sales) to driving success( post-sales /customer success) post SDK integration via platform through duration of their subscription period.
- Implemented customer engagement, retention & growth campaigns. Reporting, analyzing, and resolving client issues and improving procedures by setting up & streamlining CRM and account management tools.
- Awarded Rising Star by Director of Customer Success for taking complete ownership of accounts across 3 different regions and streamlining on-boarding process.
Campaign Manager
InMobi Technology Pvt Ltd - Kadubeesanahalli
Bengaluru
04.2017 - 07.2018
- Worked closely with sales teams to understand client expectations and helped scale campaigns.
- Day to day management of mobile display campaigns. Worked with top clients like Apple Music, Uber, Facebook, Pandora, Chipotle, HBO and LinkedIn.
- Met and exceeded campaign goals through campaign strategy and optimization after having thoroughly analyzed campaign metrics like CTR,CVR and publisher floor values etc.
- Worked with large sets of data to arrive at insights and strategies about campaigns. Ensured that KPIs of clients are met.
- Assisted in development of custom creatives (static and dynamic) with internal departments and clients.
- Optimized CPA / CPI / CPM / CPC mobile advertising campaigns for wide portfolio of advertisers (gaming, non-gaming, e-commerce etc.) to maximize acquisition while improving LTV, retention, and conversion.
- Awarded SpotR for taking complete ownership, helping scale and optimize key North American accounts with total DRR of $100k (approx).
Associate Software Engineer
Histogenetics India Pvt Ltd
Chennai
07.2016 - 02.2017
- Created Web Applications using Ms Visual Studios 2012 and implemented RESTful Web Services.
- Coordinated with C++ team and developed algorithm for DNA sequence alignment.
- Worked on SQL server management system 2012. Wrote and maintained stored procedures for different applications created.
Education
Msc(int) - Mathematics
Birla Institute of Technology And Science, Pilani
08.2011 -
Skills
Ms Excelundefined
Timeline
Director of Customer Success (Remote)
Nanonets
08.2021 - Current
Customer Success Manager
Whatfix
03.2020 - 07.2021
Customer Success Manager
MoEngage Inc
08.2018 - 01.2020
Campaign Manager
InMobi Technology Pvt Ltd - Kadubeesanahalli
04.2017 - 07.2018
Associate Software Engineer
Histogenetics India Pvt Ltd
07.2016 - 02.2017
Msc(int) - Mathematics
Birla Institute of Technology And Science, Pilani
08.2011 -
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